Speed guaranteed not met

[LucaSTV]

I have had Sky TV and broadband since August, and the minimum speed guaranteed has never been met.

I have followed the MySky App Service Checker, escalated the issue multiple times and response is always "we've closed your case as we believe the issue is now resolved".

Got in touch with customer support, they escalated, and response was "the issue seems to be in your house" with a link to the SkyHelp page, so basically suggesting to start the whole process again.

Is there any way to understand where the issue comes from? Could it be as simple as a faulty router?

Sky Full Fibre 300, white Sky Max Hub - current speed 92.8Mb/s average 

[Chrisee · Accepted solution]

@LucaSTV almost certainly the issue is the cable from the ONT to the hub. 92.8Mb/s is the speed a 100Mb/s Ethernet link would report which implies either their is a break in one of the 8 strands in a Cat5e cable which would cause a Gigabit capable link fall back to 100Mb/s or you are using a cable with only 4 of the 8 connectors wired. Ethernet cables are cheap and widely available so simply switch the czble for a new one.